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Sophia L.

Dynamics Customer Service Expert

USA

Experience with Dynamics: 5+ years

20 Hours / Week

WEEKLY AVAILABILITY

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Hire Dynamics Developers » Consultants » Sophia L. – Dynamics Customer Service Expert

Dynamics Customer Service Expert

I’m a Dynamics 365 Customer Service Expert with 12+ years of experience in implementing, customizing, and optimizing customer service solutions within Microsoft Dynamics 365. I specialize in case management, omnichannel engagement, and service automation to improve customer satisfaction. My expertise includes Power Platform, Azure integrations, and AI-driven service analytics. I’ve delivered tailored solutions for clients in finance, retail, and telecommunications, ensuring scalable and efficient support processes.

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Experience in MS Products

Dynamics 365 Customer Service

5 years

Power Platform

4 years

Dynamics CRM

3 years

Virtual Agents

3 years

Industry Expertise

Retail

Telecommunications

Finance

Key Skills & Tools

Customizing Dynamics 365 Customer Service modules
Omnichannel engagement and live chat configuration
Case and queue management automation
Power Automate flows for service processes
Creating dashboards and reports with Power BI
Integrating AI tools like Customer Service Insights and Virtual Agents
Data migration using Data Import/Export Framework
Configuring Dataverse tables and security roles
Azure Logic Apps integration for third-party services
Troubleshooting workflows and plugins
Documenting system architecture and user guides
Collaboration with business teams for process optimization

Certifications

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
Microsoft Certified: Power Platform Functional Consultant Associate (PL-200)
Microsoft Certified: Dynamics 365 Fundamentals (MB-910)